Associate Director, Net Promoter Score relationship

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The Associate Director of Net Promoter Score relationship (NPSr) is responsible for leading the strategy, execution, and continuous improvement of the organization’s NPSr program. This role drives enterprise alignment around customer feedback, experience measurement, insight generation, and action planning to improve satisfaction, loyalty, and business performance. The Associate Director partners closely with cross-functional leaders to translate feedback into measurable operational and strategic improvements. Key Responsibilities

- Lead the design, execution, and evolution of the NPSr strategy, framework, and operating model.

- Oversee collection, analysis, interpretation, and reporting of NPSr and related experience metrics.

- Translate customer, member, provider, or associate feedback into actionable insights and recommendations.

- Partner with business leaders across operations, marketing, product, digital, service, and analytics teams to drive improvement initiatives.

- Establish governance, processes, and accountability for NPSr performance across teams and business segments.

- Build and maintain dashboards, reporting cadences, and executive-ready presentations that communicate trends, risks, and opportunities.

- Identify root causes behind experience outcomes and recommend strategic and operational actions.

- Monitor program effectiveness and ensure continuous improvement in methodology, reporting, and follow-through.

- Lead a team responsible for feedback programs, insight development, and action planning.

- Promote a culture of customer-centricity and data-driven decision-making across the organization.

- Lead a team of 6 associates including shaping team culture and coaching and development.

Use your skills to make an impact

Required Qualifications

- Bachelor’s degree in business, marketing, analytics, consumer insights, healthcare administration, or a related field.

- 6+ years of progressive experience in customer experience, insights, strategy, analytics or related functions.

- 3+ years of leadership experience managing teams and cross-functional initiatives.

- Strong experience with NPS, VoC, CX measurement, survey design, insights generation, and performance reporting.

- Demonstrated ability to influence senior leaders and drive enterprise change.

- Strong analytical, communication, presentation, and storytelling skills.

- Experience leading through ambiguity and building scalable processes.

Preferred Qualifications

- Master’s degree in business, public health, marketing, analytics, or a related field.

- Experience in healthcare, insurance, or other highly regulated industries.

- Familiarity with enterprise data, digital experience platforms, and feedback management tools.

- Experience integrating qualitative and quantitative insights into business strategy.

- Proven success driving measurable improvements in satisfaction, loyalty, retention, or brand perception.

Additional Information

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This position will require working on Eastern Standard Time (EST) Hours.

- This position may require up to 10% travel.

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana 's offices for training or meetings may be required. Scheduled Weekly Hours
40 Pay Range
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